Guidelines for Maintenance Service.docx

ATTACHMENT 1

Guidelines for Maintenance Service

Article 1 Subject Products

The subject products covered by the Service shall be the devices listed in the configuration table (hereinafter referred to as “Subject Device”) and basic operating systems (hereinafter referred to as “OS”).

Article 2 Available Hours

1. The Service is available from 9:00 AM until 5:30 PM, Monday through Friday, except national holidays established by the State and the Company’s year-end and New Year holidays (from December 29 through January 3).

2. In cases where there are special provisions on the 24-hours-a-day optional service in the Agreement, the available hours are extended to all hours (24 hours a day, 365 days a year) including Saturday, Sunday, national holidays established by the State and the Company’s holidays (including the year-end and New Year holidays).

Article 3 Service Contents The contents of the service performed with respect to the subject products, the terms and conditions under which the service is performed, and other related matters are as follows. The Company shall, in advance, obtain the Customer’s consent on the date and time to start the Company’s work in order to perform the Service smoothly.

1. (Repair Service) If any failure occurs in the Subject Device, the Company shall, upon request of the Customer, visit the installation site of the Subject Device, and adjust and repair, through checking, maintenance, replacement of faulty components, etc., the Subject Device in which malfunctions or failures are caused.

2. (OS Re-installation Service) If any failure occurs in the OS, the Company shall, upon request of the Customer, visit the installation site of the subject product, and perform the installation of a substitute OS that satisfies the requirements for the subject product. The OSs covered by this service shall be limited to those delivered along with the Subject Devices by the Company.\

3. (Failures Isolation Service) The Company shall isolate the failures that occur in the subject products to figure out whether such failures are caused by the Subject Device or by other parts. And the Company shall also isolate such failures to figure out whether such failures are caused by the Subject Device or by the OS.

4. (Alert Service) The contents of the Service performed by the Company upon request of the Customer, the terms and conditions under which such Service is performed, and other related matters are as follows.

(1) The Subject Device automatically detects its own failures and automatically sends an alert about locations and details of the failures to the Company via the analysis server of (Product supplied).

(2) The Company shall, by the method determined by the Company such as phone or e-mail, notify the Customer of the failures of the Subject Device about which an alert has been automatically sent, and shall perform the repair service referred to in the preceding paragraph after mutual consultation between the Customer and the Company.

(3) The Company is not obligated to repeatedly inform the Customer of occurrence of failures.

(4) Any setting work for the Subject Device necessary for the performance of the Service and other works such as setting of the Customer’s contact information and updating shall be conducted by the Customer in accordance with the method specified by the Company. When such works are conducted by the Company upon request of the Customer, fees for such works shall be separately charged.

5. (Optional Service)

(1) (No-need-to-return-disks Service) In cases where there are special provisions on the no-need-to-return-disks service in the Agreement, if any failure occurs in a Subject Device and the hard disk drive of the Subject Device (hereinafter referred to as “Subject Disk”) is replaced with a substitute in accordance with the provisions of the maintenance agreement, ownership of the replaced Subject Disk shall not be transferred to the Company but shall be retained by the Customer notwithstanding the provisions of Article 3 (Ownership of Hardware) of the General Conditions.

(2) (Failure Analysis Service)

The Company shall, upon request of the Customer, request (Company Product purchased from) to conduct identification of malfunctioning parts (reproducibility test) and analysis of the cause of the malfunction for each component concerned, with regard to the device in which the failure is caused. Whether the Subject Device is accepted or not is determined by HP Inc. If the phenomenon is not reproduced, malfunctioning parts cannot be identified.

Article 4 Matters not Covered by the Service

The following matters will not be covered by the Service. Whether such excluded matters are conducted or not, the terms and conditions under which such matters are conducted, costs and expenses for the matters, etc. are separately decided on through mutual consultation between the Customer and the Company and described in a quotation.

(1) Service concerning malfunctions or failures that are caused under environments or conditions of use, or conditions of connection other than those satisfying the requirements for the subject product.

(2) Service concerning malfunctions or failures that are caused by use of equipment, consumables, etc. other than those meeting the specifications of the subject product or standardized goods.

(3) Service concerning malfunctions or failures that are caused by grounds attributable to the Customer or any third party such as inappropriate use, misuse, inadvertent use, or accidents.

(4) Service concerning malfunctions or failures that are caused by repair, modification, relocation or other service performed by persons other than the Company’s engineers or engineers of third parties to whom the Company outsourced the Service.

(5) Fixing of malfunctions or failures caused by devices other than the Subject Devices, public circuit disturbances or other external factors.

(6) External engineering works, modifications, overhauls and relocation of the Subject Device.

(7) Cleaning or damage repair of exterior of the Subject Device.

(8) Service concerning the data held by the Customer, including, but not limited to, data repair or restoration of backup data.

(9) Works at locations where special risks are likely to be posed.

(10) Service concerning malfunctions or failures that are caused by force majeure beyond the reasonable control of the Customer and the Company, including, but not limited to, acts of God such as earthquake, windstorm or flood, fire, riots, or insurrections.

(11) Overhauls, unit replacement, component replacement, etc. for the purpose of retaining the functions of the Subject Device in cases where five (5) years have elapsed since the commencement of use of the Subject Device and the Agreement is subsequently continued.

(12) Service concerning consumables or other related goods (batteries, electric cells, filters, media accompanying the Subject Device, etc.).

(13) Service concerning the OSs whose release versions are not designated in the configuration table or other related materials.

(14) Disposal of replaced Subject Disks.

(15) Service concerning provision or application of firmware, patches, etc.

Article 5 Matters in which the Customer is required to Cooperate

1. (Securing of Environment) The Customer shall secure appropriate operational environment and operating environment for the Subject Device, and shall comply with the matters described in the applicable user manual for the Subject Device. In addition, when the Company makes a request with respect to the Subject Device’s environment, the Customer shall provide cooperation and otherwise take measures necessary for the Company’s performance of the Service.

2. (Cooperation in the Course of the Works) When the Company performs the Service, the Customer shall cooperate with the Company in each of the following matters:

(1) To cease the use of the Subject Device within the scope and time frame necessary for the performance of the Service, and to provide the Company with working space, equipment hooked up to the Subject Device, communications equipment, consumables, etc. without charge.

(2) To bear costs and expenses of electricity, communication, fuel and light, consumables, etc. necessary for the performance of the Service, and the Customer’s losses that may be caused by cessation of its business owing to the performance of the Service including changes in schedule or extension of period.

(3) To disconnect devices or equipment (except the Subject Device) connected by the Customer or users of the Subject Device in cases where such disconnection Is requested.

(4) To notify the Company of any fault of the Subject Device without delay, and to provide the Company with information necessary for fault correction.

(5) To otherwise cooperate in matters requested by the Company within the scope that is considered to be necessary for the performance of the Service.

Article 6 Administrator

The rules concerning the Customer’s system administrator (hereinafter referred to as “Administrator”) are as follows.

(1) (Provision)

The Company shall provide the Customer with the Service through the Customer’s Administrators.

(2) (Registration and Change)

The number of the Customer’s Administrators shall not exceed two. The Customer shall register with the Company each Administrator’s name, department, telephone number and e-mail address by the method designated by the Company. In addition, when such registered information is changed, the Customer shall notify the Company there of promptly.

(3) (Qualification)

The Administrator registered by the Customer must be a person who has obtained a qualification certification for engineers or a person who has substantially the same level of technical knowledge as the foregoing.

(4) (Protection of Personal Information)

The Company shall be aware that the information on the Administrators provided by the Customer for the Company contains personal information, and shall obtain and use such personal information in accordance with the provisions of Article 10 of the General Conditions only within the scope of the following purposes:

(i) Provision of the Service; and

(ii) Provision of information concerning relevant products and services.

Article 7 Other Rules

1. (Relocation of the Subject Device) In cases where the Customer intends to transfer the Subject Device from the installation site, the Customer shall inform the Company of that effect no later than one (1) month prior to the transferring date and carry out such transfer at the expense of the Customer under the Company’s instruction or operation. In cases of relocation which requires amendment of the description of installation site in the Agreement, the Customer and the Company shall separately consult on whether to continue the Agreement.

2. (Prohibited Matter)

The Company shall not replace any component that has not been provided for the Subject Device by the Company with the Company’s maintenance component that is directly replaceable with such component